Client Experience & Marketing Ops Leader

Sydney Mitchell Llp

Birmingham

On-site

GBP 55,000 - 75,000

Full time

14 days+

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Job summary

Sydney Mitchell LLP is looking for a Client Experience & Marketing Operations Manager who will blend customer experience with marketing technology to improve client interactions and demonstrate marketing’s contribution to firm growth.

The role involves analysing client feedback, mapping journeys, selecting or implementing a CRM, and overseeing SEO, PPC, and website management. You will produce dashboards and insights for senior stakeholders.

Qualifications

Experience in marketing operations, digital marketing, customer experience or customer insight.
Experience analysing customer feedback and turning findings into practical recommendations.
Experience managing websites and working with digital marketing agencies.
Experience measuring website, campaign and lead-conversion performance.
Experience producing reports and dashboards for senior stakeholders.
Experience with CRM systems, marketing databases or email marketing platforms.
Ability to manage multiple projects, suppliers and deadlines.
Experience in legal or professional services is a plus.
Developing customer or client journey maps.
Supporting CRM selection or implementation.

Responsibilities

Analyse client feedback and identify trends to improve client experience.
Develop client journey maps from research to aftercare from the client’s perspective.
Research and recommend a CRM and marketing database for the firm.
Manage SEO and PPC with external agencies; day-to-day website management.
Produce monthly marketing and client insight dashboards; track enquiries and conversions.
Monitor referrals and identify opportunities to improve marketing via AI and automation.
Keep up to date with emerging technologies and industry developments.
Monitor competitor activity.